Every booking has a message thread with the host. Open the booking in your Koobo account and message from there.
Keep it on the platform
This matters more than it sounds. If a booking goes wrong, the messages are the evidence Koobo uses to sort it out. We can see what was said on Koobo. We cannot see a WhatsApp conversation, which means we cannot use it to support you.
Guests who keep everything on the platform get better outcomes in disputes, for the simple reason that they can prove what was agreed.
What to ask before you travel
- Exact directions, and a landmark. Siargao addresses are often imprecise and map pins are not always right.
- Check-in time and what to do if you arrive earlier or later.
- Whether anything needs to be paid on the day, such as a disclosed deposit or an entrance fee.
- Anything the listing left you unsure about.
If a host asks you to pay outside Koobo
Do not, and tell us. Hosts are not permitted to ask you to cancel and rebook directly, to move payment off the platform, or to offer a better rate for booking elsewhere. Payments made outside Koobo carry no protection and cannot be recovered by us.
Report it to [email protected].
If a host is not responding
Most hosts reply quickly, but people run businesses and sometimes miss a message.
- Before travel, allow a day before escalating.
- On the day of arrival, do not wait. Email [email protected] straight away with your booking reference.
If you cannot reach your host and cannot get into your accommodation, that is a major booking issue. Document it with timestamped photos and contact us immediately rather than after you have sorted out somewhere else to sleep.
During your stay
Tell the host first if something is wrong. Most problems are fixed within the hour once someone knows. Escalate to us if it is not resolved.